Frequently Asked Questions.

We hope that these questions and
answers will help you understand our services.If you have any question that is not answered here, DO NOT HESITATE TO
ASK!We like our customers to fully
understand how they are spending their hard earned money.

Do you charge for diagnostics?

In general, yes, but it depends on the issue.In the old days (dating myself), diagnostics were pretty simple.The most sensitive electrical device on the vehicle was the voltage
regulator, and the only tools you needed for electrical testing were a test
light, volt meter, and tach/dwell meter.Now
vehicles can have over 80 computerized control modules, with over 1,500 wires
totaling over 5,000 feet, requiring $50,000 or more in test equipment and
endless hours of continuing education.In
the old days, to get the engine to crank, the ignition switch had to send
voltage to the starter.Now, the
key reader has to communicate with a chip in the key and send the signal to the
vehicle antitheft module, which communicates on a network to the body control
module, which decodes the signal, checks to see if the brake is applied, and
sends a password on the network bus to the engine control module, which checks
the password and checks to make sure you are in park and neutral, and energizes
a relay which finally sends voltage to the starter.If any of the dozen or more modules on this network bus are defective, it
is like someone screaming into a telephone party line, and no one else can hear
a conversation.We have found cars
that would not start due to a bad instrument cluster, bad ABS control module,
and even a bad radio.Anyone who
has ever spent hundreds of dollars to solve a problem, only to have that problem
still there when they pick up that car, understands that the diagnostic process
is the most important part of the repair.There
are times when more time is required to identify the malfunction, than to
actually replace the offending part.Today’s
diagnostician has to be part electrical engineer, part computer engineer, part
hydraulics engineer, part heating and air conditioning engineer, and part
mechanical engineer.We must charge
for that education, time, and equipment.On
the other hand, if we are going to check for an exhaust leak, we are not going
to charge you.Diagnostic charges
generally run $30 to $100, or rarely higher for special or intermittent problems.

If I authorize the repair, do you waive the
diagnostic?

In general, no.Virtually
no one does today.If they say that
they do, they are often hiding the charge elsewhere.Example:Man came in with an
issue that had been to the dealer twice, unsuccessfully.He had spent $??? And still had the same problem, so he brought the car
to us.He asked if we waive the
diagnostic charge and when we said no, he said “but the dealer does”.After we solved his problem, I asked him to bring in the
receipt from the dealer.On the
first dealer invoice, where we would have charged 1 hour diagnostic and .5 hours
labor to replace the part that they did, they had charged no diagnostic and 1.5
hours labor on the part.On the
second invoice, where we would have charged .6 hours to replace the part that
they did, they had charged 2.0 hours labor.There was no diagnostic charge on the invoice,,,,, but he certainly had
paid it, and then some.We prefer
to be honest and up front about our charges.

How much do you charge to find and
intermittent problem?

Intermittent problems are the worst, for the customer and
the technician, especially if the issue is electrical.We can identify the interruption of power between point A and point B,
when it is being interrupted.We
cannot find the cause of interruption when the interruption is not present.The solution of an intermittent problem, more than any other problem,
requires close cooperation between the vehicle owner and the shop.We are willing to stick with the issue, attempting to make the problem
happen, so that you don’t have to wait until you are totally stranded.We will ask that you leave the vehicle with us long enough to make the
problem show up.We also do not
want to throw our parts (translate “your money”) at the problem until it is
properly identified.In rare cases
of very intermittent problems, this may be cost effective, but only after
extensive discussion with you.The
charges will be actual time spent, with updates to the customer.It will also help if you can track what conditions may be necessary to
recreate the symptoms (warm or cold, forward or reverse, left turn or right
turn, etc).

Do you repair emissions failures?

Yes, and we have a 100% success rate.If you failed an emissions test, it is because your sophisticated
computer system found an error in one of it’s sub-systems.Most often, this error can affect gas mileage or durability, as well as
emissions.The computer will
register a failure code as to which system is failing.We will read the code and run a failure flow chart on that specific
system.The code, by itself, does
not tell us what is wrong with the car.Example:Code P0171 or P0172.This
means that the engine is running lean or rich, and the computer is straining at
its limits to keep the engine running decently.The code does not tell us why the engine is running lean or rich.It could be a vacuum leak, a failing fuel injector, incorrect fuel
pressure, a bad temperature sensor, bad mass air flow sensor, bad ground wire,
or 50 other possibilities.Once we
diagnose the problem, we will call you with an estimate of parts and labor to
make the correction.If we cleared
the codes after the repair, and gave you the car back, the emissions test would
“reject”.Clearing the codes
also clears the “monitors”.Monitors
are the 6 to 8 banks of tests that the vehicle runs on itself while you are
driving (different tests under different driving conditions).As part of the Emissions Service, we will drive the vehicle
through these specific “drive cycles”, to set the required monitors.Once the monitors are set, we take the vehicle to the testing station and
get it passed.You will not have to go back to the testing station.The charge for this service is approximately $145, plus the parts and
labor for the actual repair.

How long will my repairs take?

When will my car be ready?This is always a tough question to answer.Ours is one of the most difficult industries to schedule.When we take an appointment for a ticking noise from the engine area, we
don’t know if this will be a 5 minute repair or a 5 hour repair, until we
diagnose it.This makes it very
difficult to schedule the labor time of the technicians.We also will not know if the parts are available right away, until we
identify what parts are necessary.We
fully appreciate that in today’s environment of cutbacks and full schedules,
it is often difficult for you to be without a vehicle.We will do our absolute best to get your vehicle completed in a timely
fashion.If this is a “spare”
vehicle for you, please let us know, so that we can focus on those vehicles that
are urgently needed.Conversely, if
you need your vehicle back by a certain time, please let us know when you drop
your car for service.

Do you have loaners?

Sorry, but we do not.Loaner cars are expensive to maintain, insure, and a logistical issue
when they do not come back on time.We
would rather focus our expenses (and therefore your expense) on high quality
repairs at a fair and reasonable price.I
had a customer pick up a car the other day, and as he was paying his $400 bill,
he said: “You know, when I go to Lexus, I get a loaner and a car wash”.I knew he had brought the vehicle to us from the dealer, so I asked:
“And what did they quote you for this repair?”.His reply was: “$700”.I
have had this same conversation numerous times.The expense for loaner cars comes out of someone’s pocket, and you can
rest assured that it will be yours.We
do work closely with a rental car company, that will deliver a car here for you
if you need it.When your car is
done, you just drop the rental here, and they will pick it up at their leisure.

Do you have a shuttle service?

Yes.We do
offer rides to “nearby” work or home in the morning hours.We understand that, logistically, it is more difficult for
you to arrange for a ride in the morning than in the evening.Taking you somewhere in the morning is no problem when you are there to
give directions.Picking up in the
afternoon is more difficult.We are busy trying to get those cars finished that have to go
that night and our staffing is different at that time of day.Most of our customers agree that it is easier for them to catch a ride
from a coworker or family member in the evening, and we do stay open later (6:30
PM on weekdays).For these reasons,
we ask that you make your own arrangement to pick up in the afternoon or
evening.We are also partially
staffed on Saturdays, performing lighter duties for those that have a hard time
getting here during the week.Due
to the lighter staffing, we do not offer shuttle service on Saturday.

Are you expensive?

No. We are about the middle of the curve for
expense. We do not try to be the cheapest in town, but we do strive to be
the best and the most cost effective. We are almost always less expensive
than the dealer, and usually less than other similar high quality independent shops in
the area. In the rare case that your vehicle might require a factory proprietary
piece of equipment to cost effectively diagnose the problem, we will tell you
so. We try to make sure that you will never pay a penalty to come to us
for for the same level of service.

Yes, we have all the factory print outs of what services are due when, in
order to maintain your factory and/or extended warranty. Federal law
mandates that you do not have to return to the dealer for your warranty work, in
order for your warranty to be valid. We maintain all of the documentation
in order to validate those services as done, should you have a warranty
issue. These services are necessary, even when the vehicle goes out of
warranty, in order to protect your investment, as well as to document your
history, should the vehicle qualify for a special factory warranty extension
program for a special issue. Each year and model varies as to what is
necessary, but they all have one thing in common. They all start out with
basically the same list of items to be inspected (suspension parts, steering,
brakes, rotate, and so forth). This is equivalent to our GCA (General
Condition Appraisal) for $79.95. Then they add various services
(transmission flush, or spark plugs, or cabin filter, etc.) that are due at
various times and mileages depending on your year, model, and engine. We
will advise you individually of cost depending on what your year and model
requires for that mileage. The total cost usually runs about 25% to 50%
cheaper than the dealer.

Do you do oil changes and other services
while I wait?

Yes. We understand that sometimes you just need a simple maintenance
service and do not want to arrange for a ride. You can call or sign up on
line for a particular service at a particular time. We do request
appointments, since random drop-ins can bunch up and delay your service.
We have a comfortable spacious waiting room with wireless access, magazines, and
a TV. A typical oil change with up to 5 quarts of a standard grade of oil
and a 20 point inspection runs about $29.95 and takes about 30 minutes.
Vehicles that take additional oil and/or expensive filters are additional.
Coupons are available.

How often does my car need
maintenance?

This varies depending on year and model. In general, oil changes with
regular oil should be done every 3 months or 3,000 miles, whichever comes
first. We recommend tire rotations every 10,000 miles. All other
services vary according to your owner's manual. Read the small
print. Oil changes follow the "severe service" intervals in this
area. Most others follow "normal service". For more
details, click here.

Do you have a customer referral
program?

Yes. Personal referrals are our largest source of business. We
have worked hard to build our reputation since 1978 and we like working with our
customers. Auto repair should never be an adversarial relationship, but
rather a cooperative effort between the vehicle owner and the shop. We
have supported that relationship for years, and our customers support it by
sending their friends and family to us. If you have been referred by
someone, please tell us, so that we can extend our thanks and a gift. Click
here for samples of testimonials from our customers.

How much do you charge to replace bulbs?

Bulbs are one of those things that used to be simple, but
are no longer. We used to stock 10 part numbers of bulbs, to cover 95%
of all vehicles. Now we stock over 100 part numbers of bulbs to cover
85% of all vehicles. It used to be that we could just match the socket
and bulb shape to find the right bulb, now we need to look them up, since many
vehicles have bulb monitor modules to monitor the current draw of the bulb and
warn when it is out (not drawing enough electrical current). In
these cases, if we use the wrong bulb, that may be identical in
appearance and function, but with a different current draw, it may
operate, but the warning lamp will still light on the dash. It used to
be that a Phillips head screw driver would remove 2 screws to remove the lens
and replace most bulbs. Now the variations are infinite, ranging from
trap door access, to trim removal, to entire sealed lamp assy removal in order
to access the socket or socket PC plate. Some vehicles can take over an
hour to replace just a headlamp bulb with removal of the entire front grill
assy, or in the case of the 2008 Acadia, .8 hours for removal of the front
wheel and inner fender to access the headlamp bulb. So what do we charge
labor for a bulb? We charge .2 hours (12 minutes) to identify which bulb
is out, gain access to the bulb, identify the part number, replace the
bulb, and reassemble and test (unless major components must be removed for
access). On some vehicles, this can be done in 10 minutes, but most
vehicles take 15-20 minutes (not including rusted fasteners and/or emptying of
personal belongings in trunks to access tail-lamp bulbs). We keep
this at a flat fee of .2 hours for 95% of the bulbs replaced, as more of a
customer service than a profit center.